The importance of CRM for the sales team
There are many terms that a professional nowadays, especially CEOs, must deal with in their daily work. Some technologies in management are advancing, new challenges are frequently presented and, with the increase in competitiveness, it is necessary to always think of ways to innovate and serve customers with greater satisfaction CRM Help.
Today, more than ever, it is extremely important not only to finalize a sale, for example, or to establish some type of business contact, but to maintain good relationships with customers.
And this is mainly due to two factors: in addition to retaining this customer so that he stays buying longer, it is necessary to “delight” him with a great experience so that, preferably, he may recommend services or products to other potential customers.
How important is it for the business?
Assistance in segmentation and planning
CRM helps in the segmentation, organization of customer information and records, as well as in the preparation of campaigns (seasonal or not) – marketing emails, and other ways of approaching this audience.
It helps to maintain and analyze the customer’s interaction and consumption history, allowing for a much more adjusted planning of actions according to each trajectory and specific demand.
It allows for more in-depth and structured knowledge of the public and, based on that, to trace and understand preferences, helping to develop products and solutions that are more and more adjusted. It helps to define the approach by analyzing the behavior and demands of each type of consumer.
Improvements in service
Furthermore, in another sphere of analysis, CRM streamlines service and helps in the most accurate solution of problems or clarification of customer doubts when they contact the company (via “n” channels – whether it’s a telephone, WhatsApp, SAC, or some online channel such as chat and email).
- Imagine a customer who has already called the company at a certain point, presenting a situation for which, for example, the sales team has proposed some type of approach – which may not have definitively resolved any difficulties or resolved any doubts.
- Having information readily available at the right time, accessing the history, and being able to know right away who that customer is and what they need will help you understand what will be useful and relevant to them or not.
- And thus offering greater presence and utility, practicality. The customer doesn’t need to explain himself – it’s as if the company knew him and was always ready to serve him in a unique way (which “breaks” that impression of fixed service, allowing more targeted responses to each problem).
- In addition to speed – it prevents the customer from waiting a long time in line to check some information, for example, or having the impression of finding an unprepared and disconnected team when they enter – which gives them the feeling of “fatigue” and it can even cause disinterest and “abandonment” (churn).
Thus, having a CRM helps in articulating and proposing effective solutions.
In addition, on the website, for example, it helps to deliver more dynamic and personalized content, if the software company has a development structure focused on it. Anticipate situations and help – this increases the chances of the company offering exactly the service/product/service that the customer wants, which is already predisposed to buy because it meets their expectations or needs.
Support for the service and sales team
CRM helps the entire team at different stages of the journey.
If this customer is in the research phase (qualified lead) to buy, it is possible that when “pulling”/accessing the information record, the service will already see, for example, options that were offered and/or rejected by the customer, products by the which was interested or not and, thus, be able to conduct the negotiation.
On the other hand, in the after-sales, he can measure the experience he had much better and formulate improvements for this interaction to happen next time or with the next customers.
Agility and precision in performance
In addition, good control and feedback records (passed on by customers or from the analysis of service/sales results and evaluations) help to measure customer satisfaction with the product/service and service received and to adapt the approach of the sales team to serve customers with more excellence.
Support for decision making
Finally, comparing CRM information with KPIs and discovering how to improve the performance of the team as a whole can be another positive point in this process.
This allows your contribution to enter into strategic planning and allows you to better study and approve a budget supported by data so that you can properly invest in each type of action that will bring more results for each specific moment of sales or each well-defined audience.
Today companies have different challenges in conducting relationships with their potential customers.
The more this company is able to differentiate itself from its competitors and offer some type of service that will surprise its customers, the more chances it will have to perpetuate its performance and act as a reference in its market.